I would've loved to provide a better review, but the experience after our purchase had a huge part of the negative review. We recently moved across the country and purchased a bedroom set along with a couch and coffee table. When we looked at the couch/coffee table, it looked like it'd go well. However, we had to go with a smaller width on the couch due to the space in our living room (which both sales personnel were aware of), but both sales personnel and ourselves did not catch that when we decided to purchase it.
When it was delivered, we felt rushed to check for damages since we were given the phone and didn't realize we had to do an inspection of all the furniture we purchased. The phone connection wasn't the best and I told the rep we didn't spot any damage and I signed the paperwork.
Minutes after the delivery crew left, we sat down on the couch and realized that the coffee table was A Lot bigger than in the store and realized that none of us took into account that we were getting a shorter couch than what we pictured in the store. I called the salesperson within 5 minutes of the delivery crew leaving to let her know hoping we could exchange it for something else that fits. She told me she tried to ask her manager, but never heard from the manager and I kept having to contact her to get any possible updates.
When we signed for the in store purchase, we were not told that it was a final sale.
One thing I did notIce was that they automatically added the Warranty service for every product. I actually was planning on getting it, but again, a disappointment as a customer that they add it without even giving an option.
When I called the customer service hotline, The rep on the phone was rude and was pretty much trying to hang up the phone on me.
I've been in Sales/customer service for over 15 years and overall, the customer service was beyond disrespectful and disappointing.
The delivery was another thing. they kept changing the delivery time which was frustrating since we live in an apartment building and have to schedule the service elevator. They did set up the furniture in a timely manner, however, once they left our apartment, the hallway had splinters of wood and staples from the packaging. The crew never came back to clean up which, again, was beyond disappointing. I brought this up to the sales person and again, she told me a manager would reach out to me, but never got a call. I know there wasn't much they could do from that point, but again pretty piss poor customer service from the management.
In addition, I Already had to call the furniture insurance due to an internal arm rest issue on the couch after only having it for less than 2months!
There's a squeaky noise inside the armrest and waiting for a technician at some point.
I left a review through Ashley Furniture as well, and haven't heard anything back. Apparently they don't care after a sale is made which is disheartening. After spending almost $6,000.
Never going back read more
